Baltimore, Maryland, United States
Ourisman Chevrolet Of Bowie - Ourisman Chevy of Bowie, MD
I purchased a 2011 Chevy Traverse from Ourisman Chevy on 7/18/2011 and on 6/20/13 I traded in that Traverse when I purchased a new vehicle. On 6/24/13 I contacted Ourisman in regaurds to getting reimbursed for time left on Service Contract and Road Hazard Warranties. I spoke with on gentleman who told me what documents I needed to send him so I asked for an email address so that I could scan the documents and email them to him. He stated that he was busy and couldnt give me his email address and to fax them to him which I did on 6/24/13 @ 11:49am and received confirmation that the fax was complete. I then attempted to call several times leaving messages with no retun call for 2 days. Finally I spoke with them and he confirmed that he received my fax and that he would fax over the documents I needed to sign in order to be refunded. After hours and days of them saying they faxed it and the fax never coming through (problem with Ourisman's fax) I finally asked them to mail them to me. I was told that after they recieve the signed documents back it would take 3-4 weeks for us to receive the refund. After a week of not receivng the mailed documents I left a message with the general manager at Ourisman who returned my call the next day and stated she would have them mail it out right away. After another week of not receiveng the mailed documents I contacted Chevy Customer Assistant Center via chat on chevys website and filed a claim, the Customer Assistance than contacted the dealer and spoke with The finance mgr and the GM and they told him that they put it in the mail that day. Finally on 7/13/13 we received the documents needed and my husband and I signed them and mailed them back certifed mail wich Ourisman received on 7/15/13 and signed by an Ourisman employee. Assuming everything was fine we just waited. Then on 8/1/13, 16 days after all documentation needed by me was received, I recived a call from the finance mgr at 17:20pm stating that the faxed documents were not legible by the Warranty company and that he wanted me to refax fax them, inturn I again asked for an email address which he gave me. On 8/2/13 All documents again were emailed to the finance manger and the GM. I received an email back From the finance mgr saying "thank you" Here it is 8/7/13 and still nothing, no word on the progress or anything. I contacted Chevy Customer Assistant Center on 8/2/13 and chatted with a different customer assistance rep who was going to forward our conversation that day to the original rep who helped me. Then I contacted Chevy Customer Assistant Center again today 8/7/13 and chatted with the original rep to make sure he received the conversation from 8/2/13 and to express my dissatisfaction with Ourisman Chevy. The original customer assitance rep was going to attempt to reach the finance mgr that day 8/7/13 and call me back with any updates. This process has been going on for close to 2 months and I dont understand why it is such a hard task to complete. I would think it would be as easy as sending our documents to the warranty place and cutting us a check. But it seems we have been jumping through hoops trying to get this accomplished. Fianlly on 8/8/13 I received a message and an email from teh customer assistance rep that the Ourisman processed all documents on 8/5/13 and it would take 2-3 weeks for our refund and that Ourisman stated "they are sorry for what happened". Really thats it. The GM or finance mgr cant call me to let me know things were taken care of?? I would think if a dealer received a complaint to the cusomer assistance center that the GM would want to call the customer to try and rectify the situation. I feel that this is all on Ourisman and their poor customer service and that we should be refunded in FULL for the warrenties for all the hassles and inconveniences that Ourisman has put me through. And I feel that Ourisman should make this happen sooner rather then later. I have had issues with Ourisman ever since I drove off the lot back in 2011 after I signed the contract for the Traverse I purchased. Ourisman came highly reccommended to us that is why we drove 45 minutes to an hour from our home in Baltimore to Bowie to purchase from them. This is why my when I purchased my Chevy Sonic in 2012 I went to a different dealer and then when I was looking to Purchase a truck I didnt even think of Chevy. I would not reccomend Ourisman to anyone I know and will never buy from them or any of their associated dealers again. So again on 8/8/13 I left a voicemail for the Customer Assistance Rep stating I was not happy with the outcome and received no return call. On 8/13/13 I went back on the Chevy.com website to chat with a customer assistance rep and it so happened that I was connected with the original rep that stated he did receive my message and that the paperwork was processed the previous monday and that I will receive my refund in 2-3 weeks. I expressed my dissatisfaction with the outcome and how I felt that Ourisman should have cut me a check and overnighted it. The rep basically said this is how it is and there is nothing they can do for us and if I am un happy with outcome to contact the dealer. Really I contracted the customer assistance becuase I was getting nowhere with the dealer. I cant believe this is how a company as big as GM has no pull on their dealerships and that nothing can be done and that their customer assistance would treat their customers so poorly. I am in the process of trying to contact GM directly someone higher then the Customer Assistance Center. Now I am worried if something goes wrong with my Chevy Sonic (which I hope nothing does)that I am going to have more problems with GM. I am thinking of trading it in so that I can be done with Chevy and GM
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